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Zendesk

When you connect Zendesk to Steady with a webhook URL, Steady will match up Zendesk ticket activity to your team members based on their email addresses. Then, their Zendesk activity appears on the Activity page and alongside their check-ins, automatically.

Set up

​Step 1: Visit the Account Management - Integrations page in Steady, click open the Zendesk panel, and copy the unique URL there to your clipboard.

​Step 2: Visit the "Admin Center" section of Zendesk, open the "Apps and integrations" menu, and select "Webhooks".

​Step 3. Select "Create webhook."

Step 4. Select "Trigger or automation" and click "Next"

Step 5. Fill in the HTTP target form:

  • Use "Steady Notification Webhook" for the name
  • Paste the URL from Step 1 into the Endpoint URL field
  • Leave "POST" for Method
  • Leave "JSON" for Content Type
  • Leave "None" for Authentication
  • Click "Create webhook"

​Step 6. Now we need to connect the webhook to a trigger. Go to the Admin Center and click Objects and rules in the sidebar, then select Business rules > Triggers.

Step 7. Select "Add trigger"

​Step 8. Fill out the form

  • Use "Notify Steady of solved tickets" for Trigger Name
  • Select "Notifications" for the Category
  • Add a condition of "Status Is Closed" under Conditions
  • Select "Notify active webhook" and "Steady Notification Webhook" under actions
  • Fill in the code below for JSON Body
  • Click the Create button
{
"event": "ticket_solved",
"ticket": {
"id": "{{ticket.id}}",
"title": "{{ticket.title}}",
"url": "{{ticket.url}}",
"assignee": {
"name": "{{ticket.assignee.name}}",
"email": "{{ticket.assignee.email}}"
}
}
}

That's it! Solved tickets will now be recorded in Steady. You can repeat Step 7 for "ticket_closed" (closed) tickets or "ticket_updated" (updated) tickets too.

Troubleshooting

  • Look for updates on the Activity page first. The check-ins on the dashboard will sum up Zendesk updates from the previous period. (The check-ins essentially say "here's what I did yesterday, and here is all the Zendesk activity to go along with that.)
  • Make sure that the ticket assignees in Zendesk match up either by email or name with the email or name of the people on your team in Steady.